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In this humorous collection of essays, exercises and puzzles, author Bruce Balentine offers a satirical insider’s perspective of the IVR and speech recognition industry. It’s Better to Be a Good Machine than a Bad Person provides a backstage tour of the science of ergonomics and the philosophy of user interface design, making a strong case for predictability and usability over delight as a primary design goal.
In his fun, easy-to-read style, Balentine points out that Jetsonian thinking — which has predominantly influenced phone-based self-service interface design for the past decade and a half — is on the way out. He stresses that the attempt to create humanlike applications has been the root cause of the abysmal performance in spoken interfaces that we all experience regularly.
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